Your top questions about Host Guarantee

[Lizzie]

Hello again, Hosts!

Your ideas and questions about the Host Guarantee have sparked some important conversation at Airbnb headquarters. As with our recent Q&A posts on Smart Pricing, Search, and Instant Book, we collected lots of questions from you here in the Community Center—this time on the Host Guarantee. We’ve got insights for you from the Host Guarantee team, and we hope these are helpful. Keep the ideas and questions coming—you’re inspiring us to consider changes and improvements we can make to this program in 2018.

Cheers,

Lizzie

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On security deposits and the Host Guarantee

1. What’s the difference between a guest’s security deposit and the Host Guarantee?

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A guest security deposit is something you can choose to require of your guests. The security deposit is an acknowledgement by the guest that they may be charged up to the full amount should they cause damage to your listing. If you choose to require a security deposit from your guests, they don’t actually pay the deposit when they make the reservation. Instead, they’re charged only if you make a claim through the Resolution Center on that deposit and it’s accepted by the guest or granted through mediation by Airbnb.

The Host Guarantee  provides up to $1,000,000 in protection from Airbnb for instances when guests damage a host’s property. In order to process a request, you would use the Resolution Center to upload documentation of the damages (such as photos or receipts), and first request payment from your guest to cover those damages. You and your guests can work out the details on your own, or you can choose to involve Airbnb directly in the Resolution Center. The best way to ensure a smooth process with your guest or with Airbnb is to submit your report of the damage, along with support documentation as soon as you identify the damage.

2. What benefit does the Host Guarantee provide if I can just make a claim against a guest’s security deposit?

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Hosts have the option to ask guests for a security deposit of between $100 and $5,000. In addition to the financial protection this provides, some hosts feel that asking for a security deposit reminds guests to be extra careful while staying in your space. The Host Guarantee comes from Airbnb and also can provide payment to a host for damages that a guest causes to your listing, up to $1,000,000. We’re currently looking at data to see if implementing a guest deposit changes travelers’ booking behavior.

3. If the security deposit cannot be collected from the guests, or doesn’t cover the damages, does the Host Guarantee still kick in?

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If the damages caused by a guest during a reservation exceed the agreed upon security deposit, or if there is no security deposit for the listing in question, the Host Guarantee program is intended to provide support.

4. Do I have to pay anything for the Host Guarantee?

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No, the Host Guarantee program is provided at no additional cost to hosts.

5. Can I require a security deposit for any length stay or just for longer stays?

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You can require a deposit for any length stay. Security deposits can range from $100 - $5000 and we encourage hosts to pick a value that suits their most common circumstances. Currently we don’t offer the ability to adjust the security deposit for different stays.

On Host Guarantee’s scope of protection

6. In what specific situations does the Host Guarantee kick in (theft, damage, excessive cleaning costs etc.)?

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The Host Guarantee provides payment for theft or physical damage to your listing caused by the responsible guest, or the guest’s invitee(s), during their stay. For complete details, you can review the full terms. Items such as routine cleaning costs (including excessive linen costs or floor cleaning) or additional guests fees are not provided under the Host Guarantee program.

You have the option of including a cleaning fee in your pricing. You may also send an alteration request or a request through the Resolution Center if fees are sought for additional guests not included in the original booking.

7. If the Host Guarantee is applied to my situation, will I get the full value I paid for an item or its present value?

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The Host Guarantee program provides payment either for the repair or replacement cost of the damaged item. What we call the “actual cash value” (the amount we reimburse) is the amount it would cost to repair or replace damaged or destroyed covered property as a result of a covered loss. These amounts are based on accepted industry standards as well as the recommendation of an independent third party claims administrator. To determine the reimbursement amount, we’ll compare the current price of the item (or items of similar type and quality when yours is no longer available), and will include a reasonable deduction that accounts for the age and condition your item was in at the time the damage occurred.

8. Why doesn’t the Host Guarantee cover antiques?

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Fine arts and collectibles are often tricky to evaluate. In regard to the Host Guarantee, antiques are covered if they can be replaced with something of similar quality or can be repaired or retouched. If you have an item that is high-value or near irreplaceable, it may be advisable to consult with an insurance professional on how best to protect this type of property.

9. Does the Host Guarantee apply for extenuating circumstances during a booking (e.g. burst water pipe, fire)?

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If your future bookings are impacted by an event subject to the Host Guarantee, the program will also reimburse your income loss for reservations that were booked through the Airbnb platform and must be cancelled due to the mishap. For instance, a guest causes a minor fire, but the repair will take three weeks and the affected host has an upcoming two week reservation. Airbnb customer support would assist in rebooking that guest and through the Host Guarantee, the host would be eligible for the payout despite the reservation being cancelled due to the fire.

10. Why doesn’t the Host Guarantee apply when a guest cancels due to extenuating circumstances?

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We’re currently in the early stages of exploring broader offerings for hosts and guests in regard to trip cancellations or other interruptions to you getting bookings.

11. I’ve heard that if I have a key lockbox outside my home the Host Guarantee does not cover me anymore. Is that true?

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That’s not true based on the terms of the program. If there was a lockbox across town that was damaged by the guest, the damage to the lockbox itself may not be covered, but damage to the listing still would.

On claims and payments

12. How can I prepare in case I need to use the Host Guarantee?

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You should reach out to the responsible guest immediately when you discover something has gone wrong—specifically you need to contact them either 14 days after checkout or before your next guest checks in, whichever comes earlier. When submitting your request using the Resolution Center please include a description of the damages, photos of the damage, support for the amount claimed and where applicable, the age of the damaged item. The clarity of your request and the support of that request will greatly improve the odds of resolving the situation with your guest using the Resolution Center. If the guest is not agreeable to your request, proper documentation will streamline the process Airbnb uses to review and make a decision.

13. What if I can’t get any documentation/quotes needed by the request deadline?

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It’s best to report issues as soon as they happen. This allows for a timely guest response and a comprehensive review of the scenario. When damages are reported weeks or months after the occurrence, it’s often difficult to get in touch with the guest and the documentation is no longer fresh or actionable. Airbnb can send a third party claims administrator to help evaluate the damages. If it’s a busy season for you, we recommend at least letting your Airbnb Resolution Center representative know that.

14. To make a claim for the Host Guarantee I have to do it within 14 days after the date of guests departure, but I don’t have the time and money to replace what the previous guest damaged before my next guest arrives. What should I do?

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In this scenario, please report the occurrence as soon as possible either through the Resolution Center or through contacting Airbnb directly. Airbnb support staff can assist in rebooking the guest as necessary, review damages, and consider if you’re experiencing booking income loss as a result of the occurrence.

15. How do I get money back from the Security Deposit for damage?

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You must first contact the guest through the Resolution Center. Once your request is posted, the guest can accept the request, offer an alternate amount, or decline the request. If the guest agrees to your request through the Resolution Center, the amount requested will automatically be remitted to you within 24 hours. If the guest does not accept the request, you or your guest may ask that Airbnb mediate a resolution 72 hours after the request has been published. An Airbnb representative will review the claim and make a determination. In cases where a security deposit award is made, they’ll communicate the amount to be paid and will process a payment to your preferred payout method on file.

16. What’s the point in having a security deposit if we can’t use it? Why do we need the approval of the guest for it to be paid out?

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This community is based on trust and good faith between hosts and guests. We want hosts and guests to be protected from misuse (of property and also of claims). The intent is that Airbnb will mediate in the resolution of claims if an agreement cannot be met within the Resolution Center. This is intended to ensure a fair resolution for both parties.

Thanks again to all the hosts who shared questions about the Host Guarantee. Please keep your ideas and feedback coming in the Community Center.

[Helga0]

Nice to know, that lost income caused by the damage may be covered, if the cancelled bookings happened on airbnb. That was not the case, when I last read the terms, following my only big damage 4 years ago. 

That the period to claim it, is now 14 days, if there is no other guest incoming, is an advantage. I remember the 48 h deadline as very stressfull and the following 24 h or 48 h deadlines for cost estimates as horrible, as I was not in the same town, there was a weekend and travel costs would have been huge. . There is no way to get any official cost estimate from a craftsman in such short time. 

It would have been very helpful to just get an insurance expert over there, to make an official estimate of the damage, lower the rate during busy season and do repairs afterwards. It’s great, that this possibly exists now, but it seems an option on airbnb discretion only. Everywhere or US only? I think, airbnb should just work with experts from big insurance companies. Many of them are multinational or global players - if you crash your Norvegian car in Sicily, there will be a way that the Norvegian conpany can get an expert estimate via a local partner. I remember that this was very surprising and frustrating to me, that airbnb did not have access to local certified experts. If that’s now the case, that’s a huge improvement.

could you please elaborate on this point, how it works and if there are differences between US and other parts of the world?

another idea on that: when you have a bigger damage, fire, flood, guest running amok with a chain saw or whatever, an average host will feel completely lost. Personally, I would hace paid a fee for an expert, to have a single, official, trusted expertise. But that option did not exist. Instead I had to get many different estimates from craftsmen, who did not answer, not show up or not deliver the estimate in time. I got my damage paid in chunks and pieces and part of it not at all. If you deal with insurance normally, they send an expert, define the damage, the part you have to cover yourself and it’s done. 

To be fair, the airbnb payouts were incredibly fast. 

[Pierre273]

Airbnb is a cheating system for host regarding to protect host and their property 

[Claire426]

I agree. 

I had guests stay and they damaged my kitchen counter top by putting a boiling hot oven dish straight from the oven on our newly resurfaced coutertop and melted it!  They even lied and said they didn't use the kitchen but we were there when they did it. Absolute liars! They also broke a number of other rules with regard to smoking on our property and were very loud. They disturbed us every night until 2, 3 O'clock in the morning! 

AIrbnb won't compensate  me as they consider it "cosmetic damage". Too many very intentional loopholes in their Host Guarantee which they use to dishonour their claims that Hosts should book guests instantly with confidence...yeah right! Airbnb do not look after their most important "assets" , top quality hosts who welcome absolute strangers into their homes on a high level of trust.

I'd love to know if there are other companies out there who look after their hosts  better and consider them a "priority. 

[Rachel-And-Kevin0]

That is exactly what we believe. It’s very disappointing that some department does not discuss case with the Host and makes a decision. They have provided evidence of the damage and state it is purely cosmetic. Our guests were basically unsupervised animals. They violated many house rules are caught on video threatening damages and gave no regard for our property. Airbnb does not care about the host as much as they care about making sure you book as many and as often as you can perhaps for as little as you can. Hence the insta

[William84]

I agree with Helga especially with respect to using a third party expert to come out and evaluate the damage— then do estimates/repairs as you can.  

I too too did not get paid for a claim - I dealt with Airbnb “Trust and Security “ persons who seemed ill equipped and not interested in helping but more likely using deadlines to deny my claim — even though the guest admitted the damage!!  Having a third party administer claims and physical inspections is THE way to go!! Incredibly frustrating to have carpet damaged and guest admits issue but Airbnb would not even pay a single dollar even though it was a $300 deposit.  

[Carolla-At-Riverview0]

Well, I have a similar situation, were 4 guests were to stay for a wedding in town and arrived with an army and more food and items you couldn't imagine and then they violated the house rules of no parties, or events, and proceeded to have 7 unkown people in my house and using it to stage for a wedding. They used henna, to paint their hair and hands and body art and got it into my bedding, towels, white couches, on walls, toilets, windows, rugs, etc. I provided over 50 pictures to airbnb, reciepts for all the things I couldn't get clean myself. I spent a great deal of time trying to clean up the henna, and sparking tidbits out of everything. I never got back my key. Guest, never responded and Airbnb, just dropped the ball, taking sides with the guest. How incompete the airbnb people are. I have been operating a small professional bed and breakfast for years, and know how people should behave.  They were disrespectful in not responding, staying way past the checkout time, not communicating, not returning keys, and then I get a call from airbnb, saying that there was a complaint against me by the guest who said that I was predjudice against her family's religion.  I fell of my chair.  The only thing I am prejudice against are people who are liars, disrespectful of others and their things, and who use racisim to compensate for their doing something wrong. I have lost all faith in Airbnb and do not trust their policies at all.

[Patti45]

 Painful experience. Regardless of the Air BnB lack of response, its good to engage a neighbor that might notify you if such things are going on in disregard for your rules.  Our contract states that we can evict for flagrant violations, more people that agreed, or violation of the condo community rules. Hopefully, you got the sec dep at least.

[Claire426]

This is infuriating to read. A $31 billion empire behind them! They have more than enough capital to help the hosts who are having their own homes damaged with no renumeration. Host Gurantee and deposit is a complete ruse! From Brian Chesky's own mouth “Even so, we realise that we have disappointed the community. To EJ, and all the other hosts who have had bad experiences, we know you deserve better from us.” Brian Chesky, one of the founders

Yeah right!

[Ian214]

My experience of the Airbnb Host Guarantee is that if an incredibly onerous thing. The hoops and feedback points will have you working day and night to compile the dossier needed. I've made claims against my guest rental deposit onthree other major Vacation Brands and ABNB HG is by far the most tortuous and painful to deal with that I have ever experienced in over 10 years of hosting.

I am a super host and this was my first ever ABNB claim.

All you you think host guarantee provides real protection, you're going to be in for a big surprise the first time you try and make a claim. My comparatively simple claim just took me 2 man days of effort over a period of 3 weeks and in the end ABNB decided to pay out half of what I had obtained quotation for. Two man days effort for €250. In my job I earn twice that amount in 1 day so this whole HG has been a big money loser for me. I'd hate to think what would happen in complex claim case. Be warned Host guarantee can often be an empty promise, do not rely on it!

[Linda108]

Many people are ignorant of any type of comprehensive insurance, @Lizzie.  I appreciate the breakdown regarding the Host Protection.  However, there is a bit of misleading information in question #7 regarding the payment amount provided when claim is accepted.  There is no "replacement" if the amount is degraded by the age and condition of the item.  That wording is a bit misleading.  Just like auto insurance, if your 10 year old car is totalled, the amount paid does not "replace" the car.  It is standard insurance language but is confusing to most.  Just a thought.

[Edwin57]

Not to brag or jinx myself, but my place is of Museum full of arts and antiques from family handed down to family when I do get guest and they walk in to my place they don't know what to do even if they first thought is bad,guess what is gone because we gave such love to the place and made them feel good,and when we do get good guest with good thoughts they dreams escalated so high they go  Back home feeling good 

one we have instant booking no cleaning fees no security deposit we don't ask for information of your background all we want is to spread the love and make a place of peace you know what I mean is pass it on pass it on our place is 3 bedrooms witch allowed 5guest at no extra charge 

[Michael-and-Dru0]

@Edwin57

We would never keep expensive items in our airbnb.  We moved to a model of simpler, not cheap, but simpler items which could be replaced easily if damaged, stolen, or broken.  It is a huge risk to keep antiques and expensive items in your listing.  

[Edwin57]

I guess it was do to the way i was brought up my mother alwarys tells me live life to the fullest,i ask mom  why, my mom replied because we live in borrow times  make the best of it as you can in a good way, you can not understand why i did the place the way i did,but in my world meaning inside of me.I uderstand mom is just the way she said it, and yes my mom is still alive,but sick

[Helga0]

@Michael-and-Dru0, it’s less dangerous than you imagine, to leave art work in the listing, at least for a situation like @Edwin57‘s .

My places have lots of art work on the walls and some things are more expensive than a guest would expect at the price range. I arrange the apartment with potential accidents in mind: if it’s likely, that a guest may slam a suitcase against this wall, I will hang a wall to ceiling painting on another wall. Or block the easy access to it, put a sheet of plexiglass in front of it during family holiday season etc.

In 15 years hosting and yearly Open Doors for the artist’s ateliers, we had no art work stolen. No computer either, not even in the beginning, when computers were not that common. Some damage, mostly by stupid handling. Like a big graphist’s computer screen burned out, as it was standing close to the bed, the guests never turned it off, but flipped the bed covers on it getting up in the morning. After a while, you become experienced in avoiding such dangers. 

If the place is warm and welcoming, most people take care not to damage it, some get inspired to contribute- we got maybe ten art works donated to us, appearing on a shelf or

left with a note. 

It’s reassuring if repairs to art or antiques are covered, as accidents may happen.

if you rent your own home, you cannot transform it in a neutral place, where every item can be replaced from the shelf, without redefining your identity as well.